Interaction management system for multiple kiosk devices and multiple virtual receptionist devices

ABSTRACT

A system may include multiple remote kiosk devices each to present a respective kiosk user interface and multiple remote receptionist devices each to present a respective receptionist user interface. The system may perform operations comprising receiving at the receptionist devices live video feeds captured by the multiple kiosk devices and providing the multiple live video feeds to the remote receptionist devices. The remote receptionist devices present the multiple live video feeds in the receptionist user interfaces The system may receive, from a receptionist device, a request to initiate a video call with a remote kiosk device, may initiate a video call between the remote receptionist device and the remote kiosk device, and may cause the user interface of the remote receptionist device to present the video call and the live video feeds simultaneously.

CROSS REFERENCE TO RELATED APPLICATIONS

The present application is a continuation of U.S. Pat. Application No.17/936,015, filed Sep. 28, 2022, entitled “INTERACTION MANAGEMENT SYSTEMFOR MULTIPLE KIOSK DEVICES AND MULTIPLE VIRTUAL RECEPTIONIST DEVICES”,which claims priority to U.S. Provisional Pat. Application No.63/249,165, filed Sep. 28, 2021, entitled “INTERACTION MANAGEMENT SYSTEMFOR MULTIPLE KIOSK DEVICES AND MULTIPLE VIRTUAL RECEPTIONIST DEVICES”,the disclosures thereof are incorporated by reference herein in theirentirety.

DESCRIPTION OF RELATED ART

The disclosed technology relates to management of multiple remote kioskdevices each to present a respective kiosk user interface and multipleremote receptionist devices each to present a respective receptionistuser interface with live video feeds captured by the multiple kioskdevices and management of remote calling from a kiosk device to one ofthe available receptionists devices.

SUMMARY

In general, one aspect disclosed features a computer-implemented methodcomprising: providing multiple remote kiosk devices, at one or morelocations, wherein the remote kiosk devices are configured to present arespective kiosk user interface; providing multiple remote receptionistdevices, wherein the remote receptionist devices are configured topresent a respective remote receptionist user interface; receiving atthe multiple remote receptionist devices live video feeds captured bythe multiple kiosk devices, and providing some or all of the multiplelive video feeds to some or all of the remote receptionist devices,wherein the remote receptionist devices present the multiple live videofeeds in the respective remote receptionist user interface; receiving,from a first remote receptionist device, a request to initiate a videocall with a first remote kiosk device; and responsive to receiving therequest to initiate a video call with the first remote kiosk device,initiating a first video call between the first remote receptionistdevice and the first remote kiosk device, and causing the user interfaceof the first remote receptionist device to present the first video calland the live video feeds simultaneously.

Embodiments of the method may include one or more of the followingfeatures. Some embodiments comprise causing the remote receptionist userinterfaces to indicate a status of some or all of the other remotereceptionist devices, wherein the status indicates whether thecorresponding remote receptionist device is available for a video callwith one of the remote kiosk devices. Some embodiments comprisereceiving, from the first remote receptionist device, a request to placethe first video call on hold; and responsive to receiving the request toplace the first video call on hold, placing the first video call onhold. Some embodiments comprise initiating a second video call between asecond remote receptionist device and a second remote kiosk deviceduring the first video call. Some embodiments comprise responsive tooperation of the user interface of the first remote receptionist device,operating a scanner located at the location of the first remote kioskdevice to scan a document, and receiving an electronic file comprising ascan of the document. Some embodiments comprise responsive to operationof the user interface of the first remote receptionist device, operatinga printer located at the location of the first remote kiosk device toprint a document. Some embodiments comprise sending, to the first remotekiosk device, a request for payment, wherein responsive to receiving therequest for payment, the first remote kiosk device prompts the user forpayment, collects payment information from a payment device at the firstremote kiosk, completes payment processing, and generates a paymentconfirmation; and receiving the payment confirmation without receivingthe payment information.

In general, one aspect disclosed features a system, comprising: ahardware processor; and a non-transitory machine-readable storage mediumencoded with instructions executable by the hardware processor toperform operations comprising: communicating with multiple remote kioskdevices, wherein the remote kiosk devices are configured to presentkiosk user interfaces, communicating with multiple remote receptionistdevices, wherein the remote receptionist devices are configured topresent remote receptionist user interfaces, receiving live video feedscaptured by the multiple kiosk devices, and providing the multiple livevideo feeds to the remote receptionist devices, wherein the remotereceptionist devices presents the multiple live video feeds in theremote receptionist user interfaces, receiving, from a first remotereceptionist device, a request to initiate a video call with a firstremote kiosk device, and responsive to receiving the request to initiatea video call with the first remote kiosk device, initiating a firstvideo call between the first remote receptionist device and the firstremote kiosk device, and causing the user interface of the first remotereceptionist device to present the first video call and the live videofeeds simultaneously.

Embodiments of the system may include one or more of the followingfeatures. In some embodiments, the operations further comprise causingthe remote receptionist user interfaces to indicate a status of theother remote receptionist devices, wherein the status indicates whetherthe corresponding remote receptionist device is available for a videocall with one of the remote kiosk devices. In some embodiments, theoperations further comprise receiving, from the first remotereceptionist device, a request to place the first video call on hold;and responsive to receiving the request to place the first video call onhold, placing the first video call on hold. In some embodiments, theoperations further comprise initiating a second video call between asecond remote receptionist device and a second remote kiosk deviceduring the first video call. In some embodiments, the operations furthercomprise responsive to operation of the user interface of the firstremote receptionist device, operating a scanner located at the locationof the first remote kiosk device to scan a document; and receiving anelectronic file comprising a scan of the document. Some embodimentscomprise responsive to operation of the user interface of the firstremote receptionist device, operating a printer located at the locationof the first remote kiosk device to print a document. In someembodiments, the operations further comprise sending, to the firstremote kiosk device, a request for payment, wherein responsive toreceiving the request for payment, the first remote kiosk device promptsthe user for payment, collects payment information from a payment deviceat the first remote kiosk, completes payment processing, and generates apayment confirmation; and receiving the payment confirmation withoutreceiving the payment information.

In general, one aspect disclosed features a non-transitorymachine-readable storage medium encoded with instructions executable byone or more hardware processors of a computing component, themachine-readable storage medium comprising instructions to cause the oneor more hardware processors to perform operations comprising:communicating with multiple remote kiosk devices, wherein the remotekiosk devices are configured to present kiosk user interfaces;communicating with multiple remote receptionist devices, wherein theremote receptionist devices are configured to present remotereceptionist user interfaces; receiving live video feeds captured by themultiple kiosk devices, and providing the multiple live video feeds tothe remote receptionist devices, wherein remote receptionist devicespresent the multiple live video feeds in the remote receptionist userinterfaces; receiving, from a first remote receptionist device, arequest to initiate a video call with a first remote kiosk device; andresponsive to receiving the request to initiate a video call with thefirst remote kiosk device, initiating a first video call between thefirst remote receptionist device and the first remote kiosk device, andcausing the user interface of the first remote receptionist device topresent the first video call and the live video feeds simultaneously.

Embodiments of the non-transitory machine-readable storage medium mayinclude one or more of the following features. In some embodiments, theoperations further comprise causing the remote receptionist userinterfaces to indicate a status of the other remote receptionistdevices, wherein the status indicates whether the corresponding remotereceptionist device is available for a video call with one of the remotekiosk devices. In some embodiments, the operations further comprisereceiving, from the first remote receptionist device, a request to placethe first video call on hold; and responsive to receiving the request toplace the first video call on hold, placing the first video call onhold. In some embodiments, the operations further comprise initiating asecond video call between a second remote receptionist device and asecond remote kiosk device during the first video call. In someembodiments, the operations further comprise responsive to operation ofthe user interface of the first remote receptionist device, operating ascanner located at the location of the first remote kiosk device to scana document; and receiving an electronic file comprising a scan of thedocument. Some embodiments comprise responsive to operation of the userinterface of the first remote receptionist device, operating a printerlocated at the location of the first remote kiosk device to print adocument. In some embodiments, the operations further comprise sending,to the first kiosk receptionist device, a request for payment, whereinresponsive to receiving the request for payment, the first remote kioskdevice prompts the user for payment, collects payment information,completes payment processing, and generates a payment confirmation; andreceiving the payment confirmation without receiving the paymentinformation.

BRIEF DESCRIPTION OF THE DRAWINGS

The present disclosure, in accordance with one or more variousembodiments, is described in detail with reference to the followingfigures. The figures are provided for purposes of illustration only andmerely depict typical or example embodiments.

FIG. 1 is a block diagram of an interaction management system formultiple kiosk devices and multiple virtual receptionist devicesaccording to some embodiments of the disclosed technologies.

FIG. 2 is a flowchart illustrating a process for managing interactionsbetween multiple kiosk devices and multiple virtual receptionistdevices.

FIG. 3 illustrates an example initial remote kiosk user interfaceaccording to some embodiments of the disclosed technologies.

FIG. 4 illustrates an example initial remote receptionist user interfaceaccording to some embodiments of the disclosed technologies.

FIG. 5 illustrates an example remote receptionist user interface thatpresents video of the customer for multiple remote locations.

FIG. 6 illustrates an example remote receptionist user interface thatpresents videos of the customer and receptionist.

FIG. 7 illustrates an example remote receptionist user interface thatpresents video of the customer in the second video call to other remotereceptionists.

FIG. 8 illustrates an example initial kiosk user interface for guidingthe customer through a check-in procedure.

FIG. 9 illustrates an example subsequent kiosk user interface forguiding the customer through a check-in procedure.

FIG. 10 depicts a block diagram of an example computer system in whichembodiments described herein may be implemented.

The figures are not exhaustive and do not limit the present disclosureto the precise form disclosed.

DETAILED DESCRIPTION

Receptionists have been around since the beginning of the officeconcept. A friendly face that can greet, direct, and perform designatedbusiness has always been at the heart of this position. While often anecessity, this position over time has had varying levels ofproductivity and responsibility. Additionally, this position has oftenbeen thwarted with high turnover and high absenteeism, which creategreat difficulty in coverage and training.

Over time, companies have used a variety of solutions from a phone to“buzz in” visitors, to self-serve computer kiosks, among othersolutions. However, these solutions lacked personal interaction and thusthe capabilities were limited to those programmed into the kiosk or theavailability of the in-person receptionist. None of the solutions todate have combined personal contact with varying capabilities andmultiple distinct coverage points on all sides of the interaction. Noneof the solutions on the market today allow a pool of remotereceptionists to interact with a pool of remote customers at differentlocations. These and other drawbacks exist. Embodiments of the disclosedtechnologies provide such solutions.

The disclosed technology features an interaction management system thatis configured to enable a pool of receptionists to interact with a poolof customers at remote locations using video calls. Each remote locationmay feature a kiosk device to present a kiosk user interface with whichcustomers may interact. Each receptionist may be provided with areceptionist device with which the receptionist may interact to viewvideo from the multiple remote locations, initiate video calls with thekiosk devices, and interact with the customers. In some embodiments, thereceptionist user interface allows the receptionist to conduct a videocall with a customer at one remote location while also viewing videofeeds from other remote locations. The system allows each receptionistto serve customers at several or all locations instead of beingphysically located at and/or remotely serving only one location.

Moreover, the system enables multiple receptionists to interactindependently and simultaneously with multiple customers, and tofacilitate all of the functions typically performed by live, in-personreceptionists, including but not limited to document scanning, printing,form completion, and payment collection. Industry settings may include,but are not limited to, healthcare, personal fitness, call centers,logistics, sports broadcasting, restaurants, hospitality/hotels, andvarious retail settings.

FIG. 1 is a block diagram of an interaction management system 100 formultiple kiosk devices and multiple virtual receptionist devicesaccording to some embodiments of the disclosed technologies. Referringto FIG. 1 , the interaction management system 100 may include multiplereceptionist devices 116 a-m, each for use by one of multiplereceptionists 114 a-m. The receptionist devices 116 may be locatedseparately, together, or some combination of locations thereof.

The interaction management system 100 may also include multiple kioskdevices 120 a-n for use by customers 118 a-n at remote locations a-n.Each remote location may feature one or more of the kiosk devices 120.

The interaction management system 100 may include one or moreadministrator devices 110 a-k, each for use by an administrator 112 a-kto manage the system 100. The receptionist devices 116, the kioskdevices 120, and the administrator devices 110 may be implemented aselectronic computing devices. By way of nonlimiting example, theelectronic computing devices may include desktop computers, laptopcomputers, tablets, and smartphones. The receptionist devices 116, andthe kiosk devices 120, may include cameras and microphones. The kioskdevices 120 may include, or be accompanied by, one or more peripheraldevices. The peripheral devices may include printers, scanners, andpayment devices. The payment devices may include credit card readers,near field communications (NFC) devices, and similar payment devices.

The interaction management system 100 may include one or more servercomputers 102. The server computer(s) 102 may host one or more servers.The hosted servers may include a meeting server 104, a backend server106, and the database server 108. The meeting server 104 may manage theaudio and video feeds described herein. In some embodiments, the meetingserver 104 may be implemented using the jitsi meet℠ service. Thedatabase server 108 may handle the stored data employed by the system.In some embodiments, the database server 108 may be implemented usingMySQL℠. The backend server 106 may handle backend tasks not directlyrelated to media management. In some embodiments, the backend server 106may be implemented using Node.js®.

The server computer(s) 102, administrator devices 110, receptionistdevices 116, and kiosk devices 120 may communicate over one or morenetworks 130. The devices may employ a Virtual Network Computing (VNC)tool having a virtual private network (VPN) feature. A receptionist mayconnect to a kiosk device 120 while on a call with a location using theVNC tool. Once connected, the receptionist may have full host controlover the kiosk device 120, giving them access to local hardware such asprinters, scanners, credit card terminals, thus allowing for remotedeployment of the local hardware.

FIG. 2 is a flowchart illustrating a process 200 for managinginteractions between multiple kiosk devices and multiple virtualreceptionist devices. The process 200 may be implemented by the servercomputer(s) 102 of the interaction management system 100 of FIG. 1 . Theelements of the process 200 are presented in one arrangement. However,it should be understood that one or more elements of the process may beperformed in a different order, in parallel, omitted entirely, and thelike. Furthermore, the process 200 may include other elements inaddition to those presented. For example, the process 200 may includeerror-handling functions if exceptions occur, and the like.

Referring to FIG. 2 , the process 200 may include communicating withmultiple remote kiosk devices, wherein each remote kiosk device isconfigured to present a respective kiosk user interface, at 202. FIG. 3illustrates an example initial remote kiosk user interface 300 accordingto some embodiments of the disclosed technologies. Referring to FIG. 3 ,the remote kiosk user interface 300 may include a number of displayelements.

The display elements may include a welcome message, at 302. The welcomemessage may ask whether the customer has an appointment. The displayelements may include yes and no buttons for the customer to respond, at304. The display elements may include a button to call a receptionistfor help, at 306.

Referring again to FIG. 2 , the process 200 may include communicatingwith multiple remote receptionist devices, wherein each remotereceptionist device is configured to present a respective remotereceptionist user interface, at 204. FIG. 4 illustrates an exampleinitial remote receptionist user interface 400 according to someembodiments of the disclosed technologies. Referring to FIG. 4 , theremote receptionist user interface 400 may include a number of displayelements.

The display elements may include a location video feed area 402. Thevideo feed for a location may present video of the interior and/orexterior of the location, allowing the remote receptionists to seepeople entering/leaving the location. These video feeds may be one-wayso the receptionists can see multiple video feeds, but people at thelocation cannot see or hear the receptionists. When the presence of acustomer is detected at a location, the video feed for that location mayswitch to a video of the customer.

The display elements may include a video call panel 404. When a videocall is initiated, video of the video call may be presented in the videocall panel 404.

The display elements may include an answer call button 406. In theexample of FIG. 3 , when a customer operates the no button, at 304, orthe call receptionist button, at 306, the customer may be placed in aqueue for a video call. While in the queue, video of the customer may bepresented in the location video feed area 402 of the remote receptionistuser interfaces 400 for multiple remote receptionists, as illustrated inFIG. 5 for Location1. Any of the remote receptionists may answer thevideo call by operating the answer call button 406, or by selecting thethumbnail of that location in the location video feed area 402.

The display elements may include a hold button 408. At any time during avideo call, a remote receptionist may operate the hold button to placethe video call on hold, and to release the hold. Responsive to operationof the hold button, the remote receptionist device may send a request tothe server computer(s) 102. Responsive to receiving the request to placethe video call on hold, the server computer(s) 102 may place the videocall on hold, for example by muting the microphones and stopping thevideo feeds at one or both of the remote kiosk device and the remotereceptionist device. While a video call is on hold, a remotereceptionist may answer another video call, or confer with anotherremote receptionist.

The display elements may include a remote connect link 410. The displayelements may include status indicators for other remote receptionists,at 414. For each of the remote receptionists, also referred to asattendants, the status indicator may indicate one of multiple statuses.The status may indicate whether the corresponding remote receptionistdevice is available for a video call with one of the remote kioskdevices. For example, the statuses may include online, offline, on call,and away. The status indicators may be color-coded for quick reference.

The display elements may include a status indicator for the remotereceptionist operating the remote receptionist user interface, at 416.This status indicator may be as described above for the otherreceptionists.

The display elements may include a local video feed panel, at 418. Thelocal video feed may present the video captured by the remotereceptionist device, so the receptionist may see the video of thereceptionist as presented at the kiosk.

The display elements may include local video and audio control buttons,at 420. The remote receptionist may operate these buttons to stop thelocal video feed and mute the local microphone.

The display elements may include peripheral control buttons, at 422. Forexample, the peripheral control buttons may include buttons to print,scan, and pay. The remote receptionist may use the peripheral controlbuttons to operate peripherals at the location of the remote kioskdevice.

In some embodiments, the display elements may include buttons to controladditional devices at the remote kiosk location. For example, thesedevices may include door locks, alarms, lights, and similar devices. Insome embodiments, the display elements may include buttons to summonemergency personnel to the location, for example by calling 911.

The display elements may include a login/logout button 412. When theremote receptionist is logged out, the status indicator for that remotereceptionist may appear as offline to other receptionists.

Referring again to FIG. 2 , the process 200 may include receiving livevideo feeds captured by the multiple kiosk devices, and providing themultiple live video feeds to each of the remote receptionist devices,wherein each remote receptionist device presents the multiple live videofeeds in the respective remote receptionist user interface, at 206. Inthe example of FIG. 4 , these video feeds may be presented in thelocation video feed area 402.

Referring again to FIG. 2 , the process 200 may include receiving, froma first remote receptionist device, a request to initiate a video callwith a first remote kiosk device, at 208. The request may be initiatedby a remote receptionist device responsive to selection of the thumbnailof the customer in the location video feed area 402. The features enableany receptionist to work with any customer.

Referring again to FIG. 2 , the process 200 may include, responsive toreceiving the request to initiate a video call with the first remotekiosk device, initiating a first video call between the first remotereceptionist device and the first remote kiosk device, and causing theuser interface of the first remote receptionist device to present thefirst video call and the live location video feeds simultaneously, at210. This process differs from conventional meeting software where the1:1 conversation would be moved out of the main meeting session and intoa private breakout room, and the participants would lose the ability tocontinue to interact in the main session. For example, referring to FIG.6 , video of the customer may be presented in the video call panel 404,video of the remote receptionist may be presented in the local videofeed panel 418, and the status indicator for the remote receptionist maybe changed to indicate a status of on call, both at 416 in the localreceptionist user interface, and at 414 in the user interfaces of otherremote receptionists.

The system allows multiple video calls to take place simultaneously. Forexample, during a first video call, a second video call may take place,and video of the customer in the second video call may be presented toother remote receptionists in the location video feed area 402 of userinterface of the remote receptionist in the first video call. FIG. 7illustrates this feature for the video call of FIG. 6 . Referring toFIG. 7 , the video feed of another call is presented in the locationvideo feed area 402 for Location2. A banner may overlay the video feedof the second video call to indicate the type of that call. In theexample of FIG. 7 , the type of call is indicated as new patient. Thestatus indicator of Attendant1 has been changed to on call to indicatethat Attendant1 is handling the second video call.

In some embodiments, the user interface of the remote kiosk device mayguide the customer through a check-in procedure. In the example of FIG.3 , responsive to the customer indicating they do not have anappointment, the user interface 300 of the remote kiosk device maypresent the screen 800 shown in FIG. 8 . Referring to FIG. 8 , thescreen 800 may present the message “Is today your first appointment(initial evaluation)?”, at 802. The screen 800 may include yes and nobuttons for the customer to respond, at 804, and a button to call areceptionist for help, at 806. When the customer operates the yesbutton, at 804, or the call receptionist button, at 806, the customermay be placed in a queue for a video call.

Alternatively, when the customer operates the yes button, at 804, theuser interface 300 of the remote kiosk device may present the screen 900shown in FIG. 9 . Referring to FIG. 9 , the screen 900 may present themessage “Would you like to self-check in through the kiosk or areceptionist?”, at 902. The screen 900 may include kiosk andreceptionist buttons for the customer to respond, at 904, and a buttonto call a receptionist for help, at 906. When the customer operates thereceptionist button, at 904, or the call receptionist button, at 906,the customer may be placed in a queue for a video call. Alternatively,when the customer operates the kiosk button, at 904, the user interface300 of the remote kiosk device may present one or more self-check inscreens, or may direct the customer to a separate self-check in kiosk tocomplete the check-in process. After a predetermined interval, theremote kiosk device may reset to the initial welcome screen for the nextcustomer.

In some embodiments, the receptionists have no direct or remote controlover the peripheral devices at the kiosks residing in remote locations.Such embodiments may include features by which control of these remotehardware devices is possible. For example, session communications may beestablished between receptionists and location hardware using JSON, XML,or other methods of data exchange. These methods may allow printing ofdocuments from the receptionist’s computer, or directly from any othersoftware package on the remote computer, to a remote printer at theremote kiosk. A similar approach may involve the scanning of documentsfrom a scanner device physically connected to the remote kiosk. Thesetechniques allow the receptionists to choose options for the peripheraldevices. The options may include single or double sided scans, card orfull size documents, color or black and white printing, as well as theselection of any other parameters required by the scanning interface.For example, these techniques may employ TWAIN, ISIS, or WIA methods.

Integration of the interaction management system with kiosk peripheralssuch as credit card terminals and processors is made possible bycommunication between the interaction management system and third partysoftware providers, often referred to as “middle-ware” softwareproviders. The interaction management system may submit a request for apayment and an amount through an API call to the middle-ware software.The middle-ware software may then communicate directly to the remotecredit card reader and the credit card processor. All communication maybe encrypted, and may meet full PCI standards requirements. Thus, theinteraction management system is able to request payments, and receivesinformation only as to whether the transaction was accepted or declined,without ever handling data related to the actual card process.

The disclosed technologies provide numerous advantages in comparisonwith conventional solutions. Extended hours coverage, lunchtimecoverage, and sick/vacation coverage may be provided without the onerousphysical movement of staff. Because in-person interaction is eliminated,unprecedented safety is provided for the receptionists, with nocontamination, handling of papers, credit cards, checks, etc. Instead,all of these functions are performed virtually.

In some embodiments, the disclosed technologies are HIPAA-compliant aseach location interaction is private, and not open to any other locationor attendant other than when directly interacting. The system has nofunctionality to record user information or video calls. The systemrequires no user information, and no user information is passed as aparameter. Documents may be uploaded from peripheral devices at thekiosk location directly into the cloud where they can be securelyaccessed and placed into individual secure electronic medical records.In the medical industry, having the front desk offsite has been shown toreduce “office drama” and maximize scheduling as there are no discreteavenues for abuses such as the inappropriate cancellation ofappointments or creation of dummy appointments by a reception to leavework early or change production standards.

FIG. 10 depicts a block diagram of an example computer system 1000 inwhich embodiments described herein may be implemented. The computersystem 1000 includes a bus 1002 or other communication mechanism forcommunicating information, one or more hardware processors 1004 coupledwith bus 1002 for processing information. Hardware processor(s) 1004 maybe, for example, one or more general purpose microprocessors.

The computer system 1000 also includes a main memory 1006, such as arandom access memory (RAM), cache and/or other dynamic storage devices,coupled to bus 1002 for storing information and instructions to beexecuted by processor 1004. Main memory 1006 also may be used forstoring temporary variables or other intermediate information duringexecution of instructions to be executed by processor 1004. Suchinstructions, when stored in storage media accessible to processor 1004,render computer system 1000 into a special-purpose machine that iscustomized to perform the operations specified in the instructions.

The computer system 1000 further includes a read only memory (ROM) 1008or other static storage device coupled to bus 1002 for storing staticinformation and instructions for processor 1004. A storage device 1010,such as a magnetic disk, optical disk, or USB thumb drive (Flash drive),etc., is provided and coupled to bus 1002 for storing information andinstructions.

The computer system 1000 may be coupled via bus 1002 to a display 1012,such as a liquid crystal display (LCD) (or touch screen), for displayinginformation to a computer user. An input device 1014, includingalphanumeric and other keys, is coupled to bus 1002 for communicatinginformation and command selections to processor 1004. Another type ofuser input device is cursor control 1016, such as a mouse, a trackball,or cursor direction keys for communicating direction information andcommand selections to processor 1004 and for controlling cursor movementon display 1012. In some embodiments, the same direction information andcommand selections as cursor control may be implemented via receivingtouches on a touch screen without a cursor.

The computing system 1000 may include a user interface module toimplement a GUI that may be stored in a mass storage device asexecutable software codes that are executed by the computing device(s).This and other modules may include, by way of example, components, suchas software components, object-oriented software components, classcomponents and task components, processes, functions, attributes,procedures, subroutines, segments of program code, drivers, firmware,microcode, circuitry, data, databases, data structures, tables, arrays,and variables.

In general, the word “component,” “engine,” “system,” “database”, datastore”, and the like, as used herein, can refer to logic embodied inhardware or firmware, or to a collection of software instructions,possibly having entry and exit points, written in a programminglanguage, such as, for example, Java, C or C++. A software component maybe compiled and linked into an executable program, installed in adynamic link library, or may be written in an interpreted programminglanguage such as, for example, BASIC, Perl, or Python. It will beappreciated that software components may be callable from othercomponents or from themselves, and/or may be invoked in response todetected events or interrupts. Software components configured forexecution on computing devices may be provided on a computer readablemedium, such as a compact disc, digital video disc, flash drive,magnetic disc, or any other tangible medium, or as a digital download(and may be originally stored in a compressed or installable format thatrequires installation, decompression or decryption prior to execution).Such software code may be stored, partially or fully, on a memory deviceof the executing computing device, for execution by the computingdevice. Software instructions may be embedded in firmware, such as anEPROM. It will be further appreciated that hardware components may becomprised of connected logic units, such as gates and flip-flops, and/ormay be comprised of programmable units, such as programmable gate arraysor processors.

The computer system 1000 may implement the techniques described hereinusing customized hard-wired logic, one or more ASICs or FPGAs, firmwareand/or program logic which in combination with the computer systemcauses or programs computer system 1000 to be a special-purpose machine.According to one embodiment, the techniques herein are performed bycomputer system 1000 in response to processor(s) 1004 executing one ormore sequences of one or more instructions contained in main memory1006. Such instructions may be read into main memory 1006 from anotherstorage medium, such as storage device 1010. Execution of the sequencesof instructions contained in main memory 1006 causes processor(s) 1004to perform the process steps described herein. In alternativeembodiments, hard-wired circuitry may be used in place of or incombination with software instructions.

The term “non-transitory media,” and similar terms, as used hereinrefers to any media that store data and/or instructions that cause amachine to operate in a specific fashion. Such non-transitory media maycomprise non-volatile media and/or volatile media. Non-volatile mediaincludes, for example, optical or magnetic disks, such as storage device1010. Volatile media includes dynamic memory, such as main memory 1006.Common forms of non-transitory media include, for example, a floppydisk, a flexible disk, hard disk, solid state drive, magnetic tape, orany other magnetic data storage medium, a CD-ROM, any other optical datastorage medium, any physical medium with patterns of holes, a RAM, aPROM, and EPROM, a FLASH-EPROM, NVRAM, any other memory chip orcartridge, and networked versions of the same.

Non-transitory media is distinct from but may be used in conjunctionwith transmission media. Transmission media participates in transferringinformation between non-transitory media. For example, transmissionmedia includes coaxial cables, copper wire and fiber optics, includingthe wires that comprise bus 1002. Transmission media can also take theform of acoustic or light waves, such as those generated duringradio-wave and infra-red data communications.

The computer system 1000 also includes a communication interface 1018coupled to bus 1002. Network interface 1018 provides a two-way datacommunication coupling to one or more network links that are connectedto one or more local networks. For example, communication interface 1018may be an integrated services digital network (ISDN) card, cable modem,satellite modem, or a modem to provide a data communication connectionto a corresponding type of telephone line. As another example, networkinterface 1018 may be a local area network (LAN) card to provide a datacommunication connection to a compatible LAN (or a WAN component tocommunicate with a WAN). Wireless links may also be implemented. In anysuch implementation, network interface 1018 sends and receiveselectrical, electromagnetic or optical signals that carry digital datastreams representing various types of information.

A network link typically provides data communication through one or morenetworks to other data devices. For example, a network link may providea connection through local network to a host computer or to dataequipment operated by an Internet Service Provider (ISP). The ISP inturn provides data communication services through the world wide packetdata communication network now commonly referred to as the “Internet.”Local network and Internet both use electrical, electromagnetic oroptical signals that carry digital data streams. The signals through thevarious networks and the signals on network link and throughcommunication interface 1018, which carry the digital data to and fromcomputer system 1000, are example forms of transmission media.

The computer system 1000 can send messages and receive data, includingprogram code, through the network(s), network link and communicationinterface 1018. In the Internet example, a server might transmit arequested code for an application program through the Internet, the ISP,the local network and the communication interface 1018.

The received code may be executed by processor 1004 as it is received,and/or stored in storage device 1010, or other non-volatile storage forlater execution.

Each of the processes, methods, and algorithms described in thepreceding sections may be embodied in, and fully or partially automatedby, code components executed by one or more computer systems or computerprocessors comprising computer hardware. The one or more computersystems or computer processors may also operate to support performanceof the relevant operations in a “cloud computing” environment or as a“software as a service” (SaaS). The processes and algorithms may beimplemented partially or wholly in application-specific circuitry. Thevarious features and processes described above may be used independentlyof one another, or may be combined in various ways. Differentcombinations and sub-combinations are intended to fall within the scopeof this disclosure, and certain method or process blocks may be omittedin some implementations. The methods and processes described herein arealso not limited to any particular sequence, and the blocks or statesrelating thereto can be performed in other sequences that areappropriate, or may be performed in parallel, or in some other manner.Blocks or states may be added to or removed from the disclosed exampleembodiments. The performance of certain of the operations or processesmay be distributed among computer systems or computers processors, notonly residing within a single machine, but deployed across a number ofmachines.

As used herein, a circuit might be implemented utilizing any form ofhardware, or a combination of hardware and software. For example, one ormore processors, controllers, ASICs, PLAs, PALs, CPLDs, FPGAs, logicalcomponents, software routines or other mechanisms might be implementedto make up a circuit. In implementation, the various circuits describedherein might be implemented as discrete circuits or the functions andfeatures described can be shared in part or in total among one or morecircuits. Even though various features or elements of functionality maybe individually described or claimed as separate circuits, thesefeatures and functionality can be shared among one or more commoncircuits, and such description shall not require or imply that separatecircuits are required to implement such features or functionality. Wherea circuit is implemented in whole or in part using software, suchsoftware can be implemented to operate with a computing or processingsystem capable of carrying out the functionality described with respectthereto, such as computer system 1000.

As used herein, the term “or” may be construed in either an inclusive orexclusive sense. Moreover, the description of resources, operations, orstructures in the singular shall not be read to exclude the plural.Conditional language, such as, among others, “can,” “could,” “might,” or“may,” unless specifically stated otherwise, or otherwise understoodwithin the context as used, is generally intended to convey that certainembodiments include, while other embodiments do not include, certainfeatures, elements and/or steps.

Terms and phrases used in this document, and variations thereof, unlessotherwise expressly stated, should be construed as open ended as opposedto limiting. Adjectives such as “conventional,” “traditional,” “normal,”“standard,” “known,” and terms of similar meaning should not beconstrued as limiting the item described to a given time period or to anitem available as of a given time, but instead should be read toencompass conventional, traditional, normal, or standard technologiesthat may be available or known now or at any time in the future. Thepresence of broadening words and phrases such as “one or more,” “atleast,” “but not limited to” or other like phrases in some instancesshall not be read to mean that the narrower case is intended or requiredin instances where such broadening phrases may be absent.

What is claimed is:
 1. A computer-implemented method comprising:providing multiple remote kiosk devices, wherein the remote kioskdevices are configured to present a respective kiosk user interface;providing multiple remote receptionist devices, wherein the remotereceptionist devices are configured to present a respective remotereceptionist user interface; receiving at multiple ones of the remotereceptionist devices live video feeds captured by the multiple kioskdevices, and providing the multiple live video feeds to multiple ones ofthe remote receptionist devices, wherein the multiple ones of the remotereceptionist devices present multiple live video feeds in the respectiveremote receptionist user interface; receiving, from a first remotereceptionist device, a request to initiate a video call with a firstremote kiosk device; and responsive to receiving the request to initiatea video call with the first remote kiosk device, initiating a firstvideo call between the first remote receptionist device and the firstremote kiosk device, and causing the user interface of the first remotereceptionist device to present the first video call and the live videofeeds simultaneously.
 2. The computer-implemented method of claim 1,further comprising: causing the remote receptionist user interfaces toindicate a status of other ones of the remote receptionist devices,wherein the status indicates whether the corresponding remotereceptionist device is available for a video call with one of the remotekiosk devices.
 3. The computer-implemented method of claim 1, furthercomprising: receiving, from the first remote receptionist device, arequest to place the first video call on hold; and responsive toreceiving the request to place the first video call on hold, placing thefirst video call on hold.
 4. The computer-implemented method of claim 1,further comprising: initiating a second video call between a secondremote receptionist device and a second remote kiosk device during thefirst video call.
 5. The computer-implemented method of claim 1, furthercomprising: responsive to operation of the user interface of the firstremote receptionist device, operating a scanner located at the locationof the first remote kiosk device to scan a document; and receiving anelectronic file comprising a scan of the document.
 6. Thecomputer-implemented method of claim 1, further comprising: responsiveto operation of the user interface of the first remote receptionistdevice, operating a printer located at the location of the first remotekiosk device to print a document.
 7. The computer-implemented method ofclaim 1, further comprising: sending, to the first remote kiosk device,a request for payment, wherein responsive to receiving the request forpayment, the first remote kiosk device prompts the user for payment,collects payment information from a payment device at the first remotekiosk, completes payment processing, and generates a paymentconfirmation; and receiving the payment confirmation without receivingthe payment information.
 8. A system, comprising: a hardware processor;and a non-transitory machine-readable storage medium encoded withinstructions executable by the hardware processor to perform operationscomprising: communicating with multiple remote kiosk devices, whereinthe remote kiosk devices are configured to present a respective kioskuser interface, communicating with multiple remote receptionist devices,wherein the remote receptionist devices are configured to present arespective remote receptionist user interface, receiving multiple livevideo feeds captured by the multiple kiosk devices, and providing themultiple live video feeds to multiple ones of the remote receptionistdevices, wherein the multiple ones of the remote receptionist devicespresent multiple live video feeds in the remote receptionist userinterfaces, receiving, from a first remote receptionist device, arequest to initiate a video call with a first remote kiosk device, andresponsive to receiving the request to initiate a video call with thefirst remote kiosk device, initiating a first video call between thefirst remote receptionist device and the first remote kiosk device, andcausing the user interface of the first remote receptionist device topresent the first video call and the live video feeds simultaneously. 9.The system of claim 8, the operations further comprising: causing theremote receptionist user interfaces to indicate a status of other onesof the remote receptionist devices, wherein the status indicates whetherthe corresponding remote receptionist device is available for a videocall with one of the remote kiosk devices.
 10. The system of claim 8,the operations further comprising: receiving, from the first remotereceptionist device, a request to place the first video call on hold;and responsive to receiving the request to place the first video call onhold, placing the first video call on hold.
 11. The system of claim 8,the operations further comprising: initiating a second video callbetween a second remote receptionist device and a second remote kioskdevice during the first video call.
 12. The system of claim 8, theoperations further comprising: responsive to operation of the userinterface of the first remote receptionist device, operating a scannerlocated at the location of the first remote kiosk device to scan adocument; and receiving an electronic file comprising a scan of thedocument.
 13. The system of claim 8, the operations further comprising:responsive to operation of the user interface of the first remotereceptionist device, operating a printer located at the location of thefirst remote kiosk device to print a document.
 14. The system of claim8, the operations further comprising: sending, to the first remote kioskdevice, a request for payment, wherein responsive to receiving therequest for payment, the first remote kiosk device prompts the user forpayment, collects payment information from a payment device at the firstremote kiosk, completes payment processing, and generates a paymentconfirmation; and receiving the payment confirmation without receivingthe payment information.
 15. A non-transitory machine-readable storagemedium encoded with instructions executable by one or more hardwareprocessors of a computing component, the machine-readable storage mediumcomprising instructions to cause the one or more hardware processors toperform operations comprising: communicating with multiple remote kioskdevices, wherein the remote kiosk devices are configured to present arespective kiosk user interface; communicating with multiple remotereceptionist devices, wherein the remote receptionist devices areconfigured to present a respective remote receptionist user interface;receiving multiple live video feeds captured by the multiple kioskdevices, and providing the multiple live video feeds to multiple ones ofthe remote receptionist devices, wherein the multiple ones of the remotereceptionist devices present multiple live video feeds in the remotereceptionist user interfaces; receiving, from a first remotereceptionist device, a request to initiate a video call with a firstremote kiosk device; and responsive to receiving the request to initiatea video call with the first remote kiosk device, initiating a firstvideo call between the first remote receptionist device and the firstremote kiosk device, and causing the user interface of the first remotereceptionist device to present the first video call and the live videofeeds simultaneously.
 16. The non-transitory machine-readable storagemedium of claim 15, the operations further comprising: causing theremote receptionist user interfaces to indicate a status of other onesof the remote receptionist devices, wherein the status indicates whetherthe corresponding remote receptionist device is available for a videocall with one of the remote kiosk devices.
 17. The non-transitorymachine-readable storage medium of claim 15, the operations furthercomprising: receiving, from the first remote receptionist device, arequest to place the first video call on hold; and responsive toreceiving the request to place the first video call on hold, placing thefirst video call on hold.
 18. The non-transitory machine-readablestorage medium of claim 15, the operations further comprising:initiating a second video call between a second remote receptionistdevice and a second remote kiosk device during the first video call. 19.The non-transitory machine-readable storage medium of claim 15, theoperations further comprising: responsive to operation of the userinterface of the first remote receptionist device, operating a scannerlocated at the location of the first remote kiosk device to scan adocument; and receiving an electronic file comprising a scan of thedocument.
 20. The non-transitory machine-readable storage medium ofclaim 15, the operations further comprising: responsive to operation ofthe user interface of the first remote receptionist device, operating aprinter located at the location of the first remote kiosk device toprint a document.